Senior Customer Success Manager – SaaS
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Job Description
Senior Customer Success Manager handling strategic accounts in LATAM for a leading SaaS company. Focused on customer engagement, retention, and growth through strategic account management.
Responsibilities:
- Tu foco principal será el engagement, la retención y el crecimiento del cliente, construyendo relaciones que te posicionen como asesor/a estratégico/a durante todo el ciclo de vida.
- Gestión estratégica de cuentas: Gestionar de principio a fin una cartera amplia y mixta, con foco en cuentas enterprise estratégicas junto a un segmento de cuentas SMB, construyendo relaciones a largo plazo con líderes de pricing, e-commerce y categoría, hasta nivel C-suite.
- Segmentación del servicio: Aplicar un modelo de atención por niveles (high-touch en cuentas estratégicas, procesos escalables en SMB) para maximizar retención y eficiencia en toda la cartera.
- Retención y prevención de churn: Responsabilizarte de la retención bruta de tu cartera, detectando señales de riesgo de forma temprana y ejecutando planes de recuperación antes de que impacten en la satisfacción o la renovación.
- Crecimiento y expansión: Identificar e impulsar oportunidades de upselling y cross-selling en la cartera, en colaboración con el equipo de Ventas (AEs) en las operaciones de mayor tamaño, contribuyendo directamente a los objetivos de net revenue retention.
- Implementación y adopción: Liderar el onboarding y la adopción de la plataforma, asegurando un time-to-value rápido y el uso completo de las funcionalidades clave.
- Engagement ejecutivo: Dirigir business reviews, workshops y sesiones de formación ejecutiva que conecten el uso de la plataforma con los objetivos comerciales del cliente.
- Asesoramiento basado en datos: Elaborar y presentar informes de rendimiento con herramientas de analítica y BI, convirtiendo datos de uso y de mercado en recomendaciones de nivel ejecutivo.
- CRM y excelencia operativa: Mantener los datos de cuentas actualizados en HubSpot, contribuir a la mejora de playbooks y flujos de trabajo, y garantizar los estándares de servicio.
- Colaboración interna: Trabajar con Ventas, Marketing, Producto y Operaciones para cerrar el ciclo de feedback y ofrecer una experiencia de cliente integral.
Requirements:
- Más de 5 años de experiencia en Customer Success, Account Management o roles similares con ownership de cliente en SaaS B2B.
- Español nativo o bilingüe (la comunicación diaria con clientes de LATAM será en español).
- Inglés profesional (comunicación habitual con equipos globales internos).
- Track record de resultados de retención y expansión en cuentas enterprise (renovaciones, upselling, NRR).
- Fuertes habilidades analíticas: uso de datos y herramientas de BI para la toma de decisiones y conversaciones ejecutivas.
- Dominio de CRM y herramientas modernas de customer success (HubSpot preferido) y Google Workspace.
- Disponibilidad y flexibilidad horaria para cubrir los husos horarios de LATAM desde España: horario de lunes a viernes de 14:00 a 22:00 (CET), con cierta flexibilidad para una mejor conciliación.
- Residencia legal en España.
- Valorables: Experiencia en retail technology, e-commerce, pricing o soluciones de inteligencia competitiva.
- Experiencia práctica implementando plataformas SaaS con clientes enterprise.
- Familiaridad con herramientas de IA generativa aplicadas a flujos de trabajo de cliente.
Benefits:
- Base salarial atractiva en función de la experiencia + bonus por consecución de objetivos estratégicos del departamento, con posibilidad de sobrecumplimiento.
- Contrato indefinido a jornada completa.
- Seguro médico privado cubierto por la empresa.
- Vacaciones retribuidas y horario de trabajo flexible (adaptado a la cobertura de LATAM).
- Presupuesto anual de formación para apoyar tu crecimiento.
- Stack moderno: Google Workspace, HubSpot y herramientas de IA generativa integradas en el día a día.
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